Within Teamwork Desk, you can customize the site-level settings for your account. 

Access site settings

🔑 This area is only accessible to site administrators of your Desk site.
  1. Click your profile icon in Teamwork Desk's main navigation menu.
  2. Choose Settings.
  3. Switch to the General tab..
  4. Select Site Settings from the left navigation menu. 

  5. Review and update the site's settings (discussed in the subsections below).

General settings 

  • Site name: Hover over your site name to reveal the edit pencil icon.
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  • Site address: To update your site address, use the Go there now link to Teamwork. 
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  • Agent permissions:
    • Agents can delete notes, messages, and tickets
    • Agents can edit notes, messages, and tickets
    • Agents can manage canned responses
    • Agents can manage tags
    • Agents can manage ticket templates
  • Auto close old tickets: Tickets that are in waiting status for 72 hours or more will be automatically closed.
  • Default customer avatar: Choose from a selection of default avatars for your new users.
  • Company time-zone: Choose the time-zone for all users.

Training Wheels

  • Training Wheels is an onboarding and QA tool that helps customer-facing teams to consistently deliver high-quality, helpful support.
  • Using Training Wheels, you can set agents to be in training which will pull their ticket replies for review before being sent to the customer.
    ✔ This feature is available on Premium and Enterprise subscriptions.

Message settings

  • Trust customer images: Automatically hide images included by customers.
  • Quote thread: Include previous messages from the ticket thread in your reply.
  • Open tracking: You will see when a customer has opened and viewed your message.
  • Include ticket ID: Ticket number will display in the subject line of the reply to the customer.
  • Detect manual forwards: Allows Desk to detect the original sender for any emails manually forwarded by an agent.
  • Undo ticket send: When enabled, you can set a period in which sending ticket replies should be delayed. This gives agents the opportunity to cancel their reply within the selected timeframe.
    ✔ This feature is available on Pro, Premium, and Enterprise subscriptions.

Default settings

  • Set your timezone and preferred time format.
  • Set your preferred text editor, HTML or Markdown.

For more information, see: Permissions - An Overview